:thinkhire

ITSM Manager

You will be part of a talented team of professionals delivering IT Managed Services to our client companies. Qualified candidates will have an ITIL certification and demonstrate proven experience with IT Service Management, including Incident Management, Request Management, Problem Management, Change Management, Knowledge Management and other ITIL Processes.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Build and lead ITSM Transformation Road Map for our client companies. Work with client companies to mature ITSM processes, including integration with ITSM tools.
• Document As-Is and To-Be process flows for ITIL processes, including Incident Management, Major Incident Management, Request Management, Problem Management, Change Management, Knowledge Management. Supports stakeholder training in the processes.
• Work directly with Service Desk and Resolver Groups to support the Incident and Major Incident processes as required.
• Plan, develop and implement Change Management processes, facilitate the launch of Change Advisory Boards (CAB), and when required by our client companies or contracts, facilitate the CAB process, CAB meetings, CAB approvals, and integration of CAB processes with appropriate Change Management tools and reporting.
• Implement Problem Management processes, including integration with ITSM tools. Implement Root Cause Analysis documentation and processes for tracking RCAs and Post- Mortem events in support of the Problem Management processes. Perform recurring trend analysis to identify improvements as part of the Problem Management process.
• Work with Service Desk and Resolver Groups in support of Knowledge Management processes, including ingesting and improving Knowledge Base articles, addressing KB improvement requests, and performing trend analysis to identify KB article improvement opportunities using a continuous improvement process.
• Develop and improve ITSM tracking and reporting processes, coordinating with client companies to develop dashboards and integrating with ITSM tools.
• Leverages latest industry knowledge and best practices to facilitate innovation, identify opportunities for improvement, and support decision-making with ambiguous or unique challenges. Maintains currency with service management methodologies, frameworks and trends.
• Accountable for day-to-day oversight of the development and activities in the maturing ITSM program. Builds on the initial in-place program and works on maturity, adoption and oversight.
• Performs other duties as assigned or requested.
• Weekly on-call rotation; acting as escalation point for on-call personnel
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• MINIMUM QUALIFICATIONS:
• Minimum 3 years of proven experience in IT Service Management
• Working knowledge of ITIL framework
• Superior communication skills and good command of written and spoken English
• Strong analytical skills, good balance in conceptual and pragmatic thinking
• Excellent team player with willingness to manage and develop others for outstanding results
• Willingness to learn new technologies and full customer orientation
• Work experience in a global team or international company is a plus
• Flexible and able to adapt to a rapidly changing environment
• Highly motivated, self-starter.
• Ability to work independently and as a team without constant supervision.
• Must be able to sit for long periods of time when required

DESIRED QUALIFICATIONS:

• ITIL Certified
• Experience with ITSM platforms, including ServiceNow, ConnectWise, or other PSA ticketing systems.
• Experience with PowerBI, Excel data analysis, Excel pivot tables, or other data analytics tools.
• Previous experience in Incident Manager or Change Manager role desired.
• Bachelor Degree preferred

REPORTING RELATIONSHIPS:

This position reports directly to the Service Desk Director.